It’s really a no brainer that Customer Satisfaction matters. Every IT or Business unit I’ve known, considers Customer Satisfatction, a very high priority and does strive really hard to ensure they engage very closely with their customers. To ensure every customer query or concern is serviced well within time. If one does go by the assumption that servicing customers in a timely manner will keep them really happy and satisfied, one would tend to focus more on Service Level Agreements.
